The loss control team for any insurance carrier has a wide array of responsibilities demanding their time, outside of what may be considered core functions. As one example, a large majority of a loss control rep’s workload may include creating custom resources for policyholders in order to help manage their risks. But is that really how they should be spending their time?
As vital as this work is, these tasks can get in the way of performing tier-one tasks, such as meeting face-to-face with policyholders and conducting on-site evaluations. Within smaller companies, these issues can be exacerbated, since time and resources are even harder to come by.
This puts carriers in a difficult position. If you’re simply quoting a price and managing claims, current policyholders have little incentive for sticking around. Failing to offer value-adds, such as risk management guidance or strategic business advice, puts you at risk for losing clients when it’s time for renewal. But there’s just not enough time in the day to do it all.
Thankfully, we live in a digital age that allows for streamlined processes that deliver solutions to many of these potential loss-prevention issues. Below, I’ll offer four ways that utilizing online resources will save you time and can lead to higher client satisfaction and retention.
- Digital Content Management
An effective content management system can put hours back in your loss control team’s schedule. Rather than having reps spend time creating their own unique content, you can provide them with access to an existing content platform where they can find information related to the policyholder’s risk, line of business or other qualifications.
Providing a central database of content also makes it easier to keep track of the resources available to your team and prevents the possibility of various documents being stored in different locations, making it difficult to access information efficiently. Furthermore, a central database ensures that your reps always have easy access to consistent, high-quality information without having to spend their valuable time searching.
In addition to serving as an internal database, a content management platform enables you to send policyholders ready-to-go content—from videos to flyers to in-depth guides—with just a click of the mouse, thus providing the educational materials they need to stay secure and avoid claims in the future. By using this system to locate and deliver content, loss control reps are free to spend their time more efficiently and interact with a larger number of policyholders.
- Onboarding and Ongoing Training Resources
Content resources aren’t just for policyholders—they can also be useful internally. With access to a reputable content library, new hires can find training materials and veteran employees can educate themselves on industries with which they may not yet be familiar.
Training employees this way ensures that each member of the team has access to the same quality of learning, which is a step up from other training methods that can sometimes be inconsistent. Ongoing training and education help ensure that all reps have the materials they need to keep up-to-date on policyholders’ risks and remain in-the-know regarding the latest trends in the commercial market.
Giving your staff access to an easy-to-use content library can result in a more streamlined onboarding process and can also cut back on the amount of prep time needed for meetings. For example, a rep who specializes in manufacturing can quickly understand the possible risks for a new type of business, such as trucking, prior to upcoming meetings by reviewing the content within the platform.
- Automated Content Distribution
Syncing your content management system with your automated email marketing engine makes it incredibly easy to distribute content. For quick and easy communications, use an automated email marketing platform to deliver strategic safety guidance in regular or one-off email campaigns with just a few quick keystrokes.
Many content management systems provide regular content notification updates, so you can stay up-to-date on the latest market trends and quickly send relevant updates to your policyholders. Additionally, features that allow you to create branded newsletters, flyers and more that you can share with your policyholders build brand recognition and position your brand as a leader in the marketplace.
With consistent email campaigns, once renewal time rolls around again, your policyholders will remember and value the resources delivered to them over the course of the previous year.
- On-Demand Customer Service
Today’s society is increasingly digital, and many seek the convenience of finding answers to their insurance questions at any time of the day. Offering policyholders an online portal ensures they will be able to find trustworthy, accurate materials that pertain to them and their questions through interactive tools, a robust content library and more.
A reliable, 24/7 online portal has the power to elevate your services above those of competing carriers by giving your policyholders round-the-clock access to all the content they need to support their individual business needs, from industry-specific safety manuals to forms and policies. Not only does this provide them with more timely service, but it also frees up your staff’s time to focus on more impactful tasks.
Investing in your tech stack can significantly help streamline tasks for your loss control department. This enables them to save time, resources and improve client relations. In a competitive economy like today’s, clients expect value-added services. Utilize today’s tech tools to meet and even exceed these expectations, all while better managing your valuable loss control team and their responsibilities.